Ooredoo, a telecom company is planning to roll out a new customer service platform working on real-time basis. Through “Voice of the Customer” which is said to be the first of its kind in the MENA region, the real-time feedback collected will help the company efficiently and effectively meet the customer’s particular needs. The voice platform is designed to collect feedback from all touch-points including branch locations, mobile platforms, and call centers. The data gathered will be used to quickly respond to customers’ expectations and answer all their queries.
The company has already launched this technology in Oman. The company has plans to expand this service reach to Qatar, Algeria, Tunisia, and Kuwait. Group CEO of Ooredoo, Dr. Nasser Marafih, explained the company’s focus, saying that Ooredoo was working to offer best possible customer experience. And the company was investing in new services and solutions which would help it completely understand customers’ feedback and able to quickly respond to that information. The company believes that being the first in the MENA region to use this VOICE platform, Ooredoo will be able to bring in a new generation of customer feedback driven by innovation.
After the launch Ooredoo’s Nawras is sending 4000 SMS on daily basis to conduct customer surveys. The company is working towards enhancing customer experience by incorporating feedback about quality of services.